Customer Success Manager

Who we are and what we do

Whatagraph is the go to B2B SaaS platform for brands and agencies to simplify their marketing data monitoring and reporting. We do that by ingesting all the marketing performance data on the web and providing a birds-eye view of marketing performance in a visual dashboard.

Our platform is a unique pain-killer with a clear vision - To Empower Everyone to Make Data-Driven Decisions. Fast.

Last year saw us experience some of the fastest growth in the Baltics startup ecosystem, securing $7.2 m in investments. This year our main focus is consolidating our internal processes and focusing on bringing our product to the next level, in order to maximize the strength of our position within the market.

What we're looking for

We're looking for a Customer Success Manager based in Vilnius, Lithuania, to provide exceptional care to our diverse global customers, spanning from the United States to Australia. In this role, you'll be at the forefront of building strong and lasting relationships, ensuring customers worldwide maximize value from our platform. You’ll be responsible for proactively driving customer retention and expansion initiatives, with a focus on achieving success across key performance indicators (KPIs): Retention (Renewals), Net Retention (Renewals + Upsells), and adoption of the Whatagraph platform.

While we prioritize candidates in Vilnius, we also value strong competencies, so remote work can be an option. We'd love to have you join us in person, but if you're the perfect fit from afar, let's chat!

What you will do

• Client Representation and Management: Serve as the main contact for managed customer portfolio, maintain regular communication via calls, online meetings and emails and build relationships with key stakeholders across various departments.

• Drive Customer Retention and Expansion: Proactively manage customer renewals and identify expansion opportunities with budget holders across various departments to ensure the revenue of the managed customer portfolio is expanding, contributing to NRR and overall business growth.

• Create and Execute Success Plans: Define and execute high-quality success plans for dedicated accounts, focusing on adoption and growth based on clients' main use cases.

• Product Expertise and Consultancy: Proactively engage clients by translating product knowledge and innovations into a winning strategy, become a trusted product expert and help customers achieve their business goals and maximize Whatagraph value proposition.

• Collaboration with Other Departments: Work closely with other departments to ensure a unified approach to customer success, addressing client issues, improving product features, and acting as a liaison between clients and our product team, providing feedback and insights for continuous improvement.

• Continuous Monitoring and Analysis of Customer Data: Continuously monitor and analyze customer data to gain insights into usage patterns and behaviors, enhancing customer behavior and overall experience at every stage of the customer lifecycle, including onboarding, adoption, expansion, and renewal.

What you will get

• A gross salary: from 2500 EUR/month, plus performance bonuses. Keep in mind that we are open to discussing a different salary based on your skills and experience.

• A product that grows: We are big believers in creating what matters. Our platform keeps evolving to enable marketing professionals to understand their performance data and with regular exciting new feature additions you will be at the forefront of creating happiness in communicating new value to our growing customer base, learning every day.

• A role where you will grow: You’re in charge of your own growth here, and will have full freedom to focus where you prefer. Your manager will also support you via regular performance reviews, and help you set actionable growth goals.

• Share in the company's success: Opportunity to participate in our Employee Stock Ownership Program.

• Emotional and physical well-being: Quality medical care when you need it with our private health insurance. Options for therapy and paid wellness days to keep your well-being in check.

• An international environment: You’ll work within a global team spread all over Europe and Africa, be it Dublin, Nairobi, Vilnius, or Warsaw.

• A flexible work environment: You’ll enjoy hybrid work policies, offices in Vilnius and Klaipeda, and a work from anywhere policy. When you choose to work onsite, coffee, snacks, and new office space (in case you’ll work from Vilnius) and a sea-spirit (in case you choose to work from Klaipėda) will await you. After passing probation, you’re entitled to 91 consecutive days of working from anywhere, even space. As long as the wifi there’s good.

• A top tier tech stack: You’ll have full access to the software necessary to enable your success.

• 2+ years of sales experience within SaaS, software, digital marketing, or agency areas, demonstrating a successful track record of customer retention and growth.

• Strong sales instinct with excellent presentation and negotiation skills.

• Proactive approach and persistence in identifying and expanding relationships within customer organizations.

• Customer-centric mindset with a strong sense of ownership and a drive to go above and beyond for assigned customer portfolios.

• A passion and commitment towards self-development and personal growth.

• Adaptability and ability to thrive in a fast-paced B2B SaaS environment.

• Availability to work during North American business hours (15:00 - 24:00 GMT+3).

• Fluency in written and spoken English with exceptional communication skills.